Debiting my account without permission

Today an amount was debited off my account that I had no knowledge of, so I contacted the My updates call centre to query the amount. They informed me I need speak to Special collections department. After being on hold for 30 minutes I finally get to speak to a consultant, I then ask what is this amount that is debited from my account, he explains it is for my outstanding credit card. I don't even have a credit card! I had a credit card but it was paid in full and closed in January 2013. I explained this and asked to be refunded. He informed me I need to send them a paid up letter and he will transfer me to legal department. So once again I am on hold. I finally get through to legal department and they are sorry about the error but now I need to request a paid up letter from admin, which takes two to three days and send it to special collections to arrange a refund. Now I must do all this phoning around and admin because they don't have their ducks in a row! Nevermind my huge cellphone bill after being on the phone for 47 minutes. This is unacceptable, surely as one bank the different departments can work together to clear up the mistakes that THEY made. Very uphappy!!!